Escalation Specialist - Bankruptcy

OneMain Financial • Evansville, IN

3d • Onsite

About The Position

The Escalation Call Specialist will be responsible for servicing clients with past due account status issues. In the Role Taking inbound calls from customers and authorized third parties regarding the status of an active or inactive account. Responding to inbound caller inquiries around debt settlement options and status requests, with focus on quality and first call solution. Providing an explanation of programs and benefits available to customers. Negotiate with authorized customers via telephone regarding past due accounts Investigating, researching & tracking consumer information Negotiate payments & settlements on customer accounts Qualifying consumers for payment plans by gathering full and complete information Ability to quickly determine customer needs, and overcome objections. Educate customers on what impacts working with a DSA can have on their credit and overall expense. Educate customers on difference between DSA and Consolidation loans. Provide customers with necessary information to educate customer on NFCC relationship Maintaining compliance with FDCPA and state regulations Implement key strategies to negate losses as well as demonstrating exemplary customer service standards. Monitor delinquent accounts for status updates and follow up with consumers and authorized third parties if needed. Using online tools to research information on accounts Maintaining account documentation and follow up as necessary Provide outstanding customer service to customers, 3rd parties, and OneMain employees Prioritizing assigned work to align with business and company needs

Requirements

• High School Diploma or GED
• Strong phone, communication and negotiation skills
• Ability to work well under pressure and meet goals in a fast-paced environment
• Quick thinker with creative research skills
• Proficiency with Internet and basic MS Office applications
• Ability to maintain confidentiality with sensitive information

Nice To Haves

• Collection experience preferred but will train highly motivated individual with sales experience

Responsibilities

• Taking inbound calls from customers and authorized third parties regarding the status of an active or inactive account.
• Responding to inbound caller inquiries around debt settlement options and status requests, with focus on quality and first call solution.
• Providing an explanation of programs and benefits available to customers.
• Negotiate with authorized customers via telephone regarding past due accounts
• Investigating, researching & tracking consumer information
• Negotiate payments & settlements on customer accounts
• Qualifying consumers for payment plans by gathering full and complete information
• Ability to quickly determine customer needs, and overcome objections.
• Educate customers on what impacts working with a DSA can have on their credit and overall expense.
• Educate customers on difference between DSA and Consolidation loans.
• Provide customers with necessary information to educate customer on NFCC relationship
• Maintaining compliance with FDCPA and state regulations
• Implement key strategies to negate losses as well as demonstrating exemplary customer service standards.
• Monitor delinquent accounts for status updates and follow up with consumers and authorized third parties if needed.
• Using online tools to research information on accounts
• Maintaining account documentation and follow up as necessary
• Provide outstanding customer service to customers, 3rd parties, and OneMain employees
• Prioritizing assigned work to align with business and company needs

Benefits

• Health and wellbeing options for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off
• Paid volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED